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Contact Us

This page explains how to reach our support team, what to include in your message, and how to raise a complaint about your account with us.

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How to reach us

You can contact us in two ways, both handled by the same support team.

  • Live chat on the site, open 24/7. Select the chat icon on any page and an agent will join you.
  • E-mail to support@casinoblacklabel.co.uk, answered in the order messages arrive. Writing from the address registered to your account helps us find it faster.

What to have ready when you write

A few details let us check your account straight away instead of coming back to you for them.

  1. Your username as it appears on your account with us.
  2. The game, bonus or transaction your message concerns.
  3. The date and time the issue happened.
  4. What you expected and what happened instead.

Keep your login details private

We will never ask you for your password. Upload verification documents only through the secure area of your account.

Common questions we help with

  • Account access, personal details and verification of your identity.
  • Deposits, withdrawals, payment methods and the limits shown in your account.
  • Bonuses, wagering requirements and promotional terms.
  • Technical issues, such as a game that will not load or a round that did not finish.
  • Safer gambling tools: deposit limits, time-outs and self-exclusion.

We hold a gaming licence and verify accounts, so some answers depend on document checks being complete. Play is for adults aged 18 and over, and GambleAware, GamCare, GamStop and the National Gambling Helpline offer free, confidential support.

Complaints

If an answer does not settle the matter, write to support@casinoblacklabel.co.uk with Complaint in the subject line, or ask live chat to log one for you.

We acknowledge your complaint in writing, look into it against our records and the terms that applied at the time, and reply once the checks are complete. If you are still unhappy with the outcome, we will set out the further steps open to you, including the dispute resolution route described in our terms.